Group HR Operations Lead

ABCA Systems Group is a growing fire and security business operating across multiple entities, supported by centralised shared services including People, Recruitment, Finance, IT and Fleet. Our focus is on creating a scalable, efficient and high-performing business through great people, consistent processes, better use of data and smarter ways of working. Our Vision is to be a recognised leader in customer-focused fire and security services, known for our people, exceptional service and sustainable, profitable growth. Our Mission is to simplify how we work, develop our people and deliver practical, consistent solutions for our customers.

Job Purpose

The Group People Operations Lead is responsible for leading the day-to-day delivery of the People Operations service across the Group, ensuring employees and managers receive a responsive, accurate and consistent HR service.

You will manage and develop the People Operations team, overseeing the shared HR inbox and allocation of work to ensure queries, employee changes and key People processes are managed effectively and within agreed timescales.

The role will oversee operational HR activity across the employee lifecycle, from on boarding and contractual changes through to absence, family leave and leavers, ensuring processes, systems and employee records are accurate and compliant.

Working closely with HR Managers, Recruitment, Payroll and operational leaders, you will act as a key point of escalation for more complex People Operations queries and ensure issues are resolved effectively.

You will also use People data, service metrics and recurring queries to identify opportunities to improve processes, increase automation and strengthen the overall employee and manager experience across the Group.

This is a hands-on leadership role, combining strong operational delivery with team management, service ownership and continuous improvement.

Duties and Responsibilities

This is a hands-on leadership role. While you will oversee the People Operations service and manage the team, you will also be expected to personally support operational HR activity, including administration and correspondence, when required.

People Operations

• Lead the day-to-day People Operations service, ensuring employees and managers receive timely, accurate and practical support.
• Manage the shared HR inbox, allocating and prioritising work across the team and ensuring queries and actions are followed through to resolution.
• Act as an escalation point for more complex operational queries.
• Employee Life cycle & Administration.
• Oversee the delivery of core People processes including on boarding, contracts, employee changes, probation, family leave, absence and leavers.
• Undertake People administration where required, including preparing contracts, contractual changes and other employment documentation.
• Prepare accurate HR correspondence, including meeting invitations, confirmation letters and ER outcome letters.
• Ensure HR systems, employee records and documentation are accurate, compliant and maintained to a high standard.
• Ensure relevant employee information is provided to Payroll and other teams accurately and on time.

Employee Relations

• Take ownership of employee relation cases, ensuring they are managed consistently, progressed promptly and concluded in line with company policies and employment legislation.
• Provide guidance, support and coaching to managers on employee relations matters, driving them to taking ownership of investigations, meetings, decisions and outcomes within their teams.
• Support the administration of ER cases, including arranging meetings, preparing documentation and drafting outcome and correspondence.
• Ensure cases are appropriately documented and tracked, escalating complex or higher-risk matters to the Group HR Manager.

Team Leadership & Improvement

• Manage, support and develop the People Operations team, setting clear expectations and maintaining high service standards.
• Monitor workloads, outstanding actions and service levels, stepping in to support delivery during busy periods where required.
• Identify opportunities to simplify, automate and improve people processes and ways of working.

Recruitment and On boarding Support

• Work closely with the Recruitment team to ensure effective handover from offer to on boarding.
• Oversee offer documentation, contracts and pre-employment checks.
• Ensure new starters and managers receive timely support throughout on boarding and probation.
• Monitor on boarding progress, resolving issues and following up on delays or missing information.
• Support recruitment activity during high-volume or urgent periods where required.

Qualifications and Experience

• Significant general experience in a people services or HR support role.
• Experience supporting managers with employee relations matters and employee life-cycle activities.
• Strong written and verbal communication skills.
• Excellent attention to detail.
• Good organisational and prioritisation skills.
• Ability to manage several queries and deadlines at the same time.
• Confidence using HR systems, Microsoft Office and shared inboxes.
• Ability to handle confidential and sensitive information appropriately.
• A practical and customer-focused approach.
• Ability to recognise when a matter needs to be escalated.
• Experience working in a fast-paced or multi-site organisation.

What You'll Bring

• A proactive, driven approach, taking ownership and seeing tasks through to completion.
• A practical, improvement-focused mind-set, always looking for smarter and more efficient ways of working.
• A friendly and approachable style, with a genuine commitment to providing a positive employee experience.
• Strong organisation and attention to detail, with the ability to manage competing priorities accurately.
• Sound judgement, discretion and confidence, knowing when to use your initiative and when to seek support.

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